An impressive small business phone system with surprising features & convenience
January 29, 2021

An impressive small business phone system with surprising features & convenience

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Dialpad Talk

We are currently using Dialpad for our entire company. Because we are a very small business, it gives us the professional answering & call routing system we need, and one that helps callers to self-direct their inquiries. Dialpad allows callers to receive information that our staff would normally have needed to assist them with (such as a fax number, our scheduling website URL, etc.) or routes calls to staff who are tasked with handling inbound inquires (instead of everyone having to deal with these calls). Automating this process allows us to reclaim significant time to deal with other things. It allows for direct-dial extensions for known callers who just need to reach someone and thus don't need to have their calls routed. The auto-response SMS feature for afterhours callers is quite nice as well - we put our scheduling website URL in that message so afterhours callers can schedule time during business hours if they'd like).
  • Dialpad's app is easy to use and helps convert a laptop or desktop PC to a phone
  • The Voice Intelligence (transcription) feature is unique at this price & comes in handy
  • The G-Suite sync allows us to see events, emails & Google Drive shared files while looking at a contact & their call history
  • You can choose what number (e.g. 'main' or 'direct') that you call out or text from
  • Web meeting/conferencing is built-in
  • When ever you plug in a headset (or unplug one) it asks before changing to this mic source
  • You can easily add a 3rd caller to a call when using a computer / softphone
  • Sometimes calls connect with no audio (you can't hear the caller)
  • It would be nice for Dialpad to auto sync new contacts from G-Suite (not requiring manual sync after initial sync)
  • It would be nice if Dialpad had a 'robo-attendant' option where you could type out a greeting and have the attendant read it (instead of having to record your own audio)
  • Dialpad gave us a professional, multi-faceted phone system at a fraction of what we'd thought we'd spend
  • With the built-in web meetings / conferencing, we can further reduce expenses
  • The built-in web meetings / conferencing and G-Suite sync helps consolidate the attention of staff into one product - which makes them more productive
  • The mobile app allows continuity when we have to leave the office and calls are easily transferred back to a computer - for a seamless transfer and fewer dropped or missed calls
We used to use 8x8 Express and while we liked it, we found that Dialpad had more features (like syncing events, emails & shared documents via G-Suite) - especially the awesome Voice Intelligence (call transcription) feature. Dialpad will even transcribe a voicemail while it's happening, so can read the text while you're on another call. 8x8 Express did not provide this and had a similar price point to Dialpad. We also found Dialpad to be more user-friendly than 8x8 Express - especially when using the web version. Both 8x8 Express and Dialpad have web meeting / conferencing built in. I must also say that Dialpad customer service is quite impressive.

Do you think Dialpad Talk delivers good value for the price?

Yes

Are you happy with Dialpad Talk's feature set?

Yes

Did Dialpad Talk live up to sales and marketing promises?

Yes

Did implementation of Dialpad Talk go as expected?

Yes

Would you buy Dialpad Talk again?

Yes

For a small business with 10 or fewer employees, I feel Dialpad would be an excellent choice and potentially game changing. This is especially so if this business has no phone system other than individual cell phones or a basic call routing system that only direct calls to these cell phones. Larger businesses that can make the investment in a more traditional telecom setup & hardware (that will have web features, email sync and even an app) may find Dialpad won't meet their needs for the long term. But a small to medium sized modern, mobile or fast moving business that is open to embracing 21st century technology and doing things a little differently will get a lot out of Dialpad - and can save money also by dropping their web conferencing vendor (Zoom, GTM, JoinMe, etc.).